Remote IT Support & Operations Analyst (L1)

HCL Technologies Limited; Taguig; Remote; PHP 201,000 - 268,000; Full time

Job summary

Sapsf in Taguig, Philippines is seeking an Analyst (Support & Operations) to resolve tickets via remote desktop support. The role focuses on quick problem diagnosis and resolution for hardware, software, and network issues within defined SLAs, delivering quality service and CSAT through effective first contact handling.

The position emphasizes adherence to regulatory requirements, process compliance, and ongoing knowledge base updates to improve self-sufficiency and overall service quality.

Responsibilities

• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.

Job description

Career Opportunities: Analyst (Support & Operations) (171797)

Requisition ID171797-Posted10/02/2026

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.